When the surgery is open

Weekdays

Monday 8.30 am- 6.30 pm

Tuesday 8.30am – pm 6.30

Wednesday 8.30am – 6.30pm

Thursday 8.30am – 6.30pm

Friday 8.30am – 6.30pm

Week ends

The surgery is sometimes open on Saturday morning.

Saturday

Elgar House Surgery

Church RoadRedditch B97 4AB

01527 69261

• There is wheelchair access through the front door. Please ring the bell if you need help.

• There is a chair lift to the upper floor.

• There are accessible toilets and a Changing Places toilet.

• There is an induction loop in Reception.

• We have health information on ourwebsite in different languages.

AccessClinics and services

We have special clinics for

• Diabetes

• Heart Disease

• Asthma

• Cervical screening

• Vaccinations and immunisations

How to make an appointment

Phone01527 69261

The phone lines can get very busy. Phone after 10.30am if it’s not urgent.

Or come in to the surgery and ask for an appointment.

Ask to see your usual doctor if possible. This helps us get to know you better and give you better care.

Nurses

Donna Heritage

Kath Whitehead

Elaine James

Alison Case

Surgery Staff

Surgery StaffDoctors

Repeat prescriptionsThis means getting more of your usual medication without seeing a doctor.

How to get a repeat prescription

• Hand in a Repeat Prescription form any week day when we are open.

• We have a post box in reception so you don’t have to queue.

• We can help you fill in the form.

• Local chemists can deliver your medication for you. Ask at reception about this.

• Your prescription should be ready in two days

When the surgery is closed

If you need a doctor’s advice or treatment when we are closedplease dial 111

Call 999 in an emergency. An emergency is if you have chest pains or you are short of breath.

If you want to join this surgery you need to live in the local area.

Bring your medical card ifyou have one.

If you have lost your medical card we can give you a form for a new one.

New Patients

What do you think of our service?

• We always want to make our services better.

• Your comments or complaints helps us.

• If you are unhappy about our service please tell us.

Tests and ResultsSometimes the doctor ornurse will need to do a test to find out what is the matter with you.

Tests will be done in the surgery and then sent away.

You can make an appointment with your doctor to get the results of your tests.

Or you can phone the surgery for your results.

It takes 2 or 3 days for most test results to come back to the surgery.

How to make a formal complaint

You need to make your complaint to -Dawn LanePractice Manager

If you can, write down what you are not happy about and why.Take it to or post it to Dawn at

Elgar HouseChurch RoadRedditchB97 4AB

If you find it difficult to write it down, you can phone Dawn or make an appointment to meet her.

Complaints

What is a complaint?Telling someone that you are not happy about something.

This may be something about your medical treatment, the staff or the medical centre building.

If you can, tell someone straight away that you are not happy.

If you are still not happy, you can make a formal complaint.

Who can make a complaint?Anyone who is a patient at the surgery.

Someone else can make a complaint for you. If you agree in writing.

You must complain within 12 months

r.

We would like you to think about the service we offer.

Are you happy with the surgery?

Are you unhappy with the surgery?

If you would like to let us know please ask at reception for a form.

CommentsWhat will happen next?

We will tell you we have your complaint within 3 working daysWe will try and deal with it within 10 working daysWe will write to you or meet you to tell you what will happen

If you are still not happy

You can contact the Health Service Ombudsman. They look at complaints about any NHS health services in England.

0345 015 4033phso.enquiries@ombudsman.org.uk

If you need some support with making a complaint you can contact Onside Advocacy in Worcester.01905 27525